Senior Engineer - Service Desk (SD1)
Skills
About This Role
Job Description
:**Education Qualification :**
Skills
Primary -> Technology \| End User Issues \| Printer+Scanner+Outoook+MS Office+Applications \| 2 - Knowledgeable
Tertiary -> Behavioral \| Aptitude \| Communication \| 1 - Aware
Tertiary -> Behavioral \| Aptitude \| Information Processing \| 1 - Aware
1.
Handle incoming calls, emails, and chat from the users.
Some account may require working on rotational shift
2.
Ability to comprehend end users from international locations over the phone
3.
Recording, classifying and prioritizing tickets
4.
Providing initial support and troubleshooting based on Knowledge Base articles
5.
Contributing to Knowledge Base with new articles
6.
Taking a remote of an end users’ machine if required while troubleshooting
7.
Routing requests to the appropriate support groups\\ third party suppliers when tickets are not resolved during initial support
8.
Monitoring the status and documenting the progress towards resolution of all open tickets
9.
Keeping affected users informed about the progress.
10.
Escalating the process if necessary
11.
Resolution confirmation and closure of tickets within the SLA
12.
Attend trainings and complete certifications for set competencies
Technical Skills
Ability to differentiate between different type of IT assets
Basic troubleshooting on different versions of Windows OS.
E.g., Windows XP.
Windows 7, Windows 10 and Windows 11
Understanding of desktop applications and how do they work, installation and uninstallation
Ability to support users in business applications based on SOP’s
Troubleshooting Desktop/Application remotely
Ability to carry out Disk management, Disk Encryption, Wireless configuration
Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
Ability to Install and configure email client, troubleshoot connectivity issues
Ability to troubleshoot calls for printers and copiers locally and remotely
Basic Networking (Protocols/OSI Layers/IP address)
Desired Skills: - Understanding of domain setup and ability to add / remove computers to domain – (For MSP and Enterprise)
Location
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Created On
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